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September 27, 2010 | Editor's View | Jackie Roembke

Happy Customers Spur Long-Term Success

Excellent customer service requires more than a thank you and a smile. It’s about meeting — and often times, exceeding — expectations before, during and after a transaction. Unfortunately, the rise of technology and innovation has fostered a drive-thru mentality in many of our daily...

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May 24, 2010 | Editor's View | Jackie Roembke

Challenge Convention

Supervisors and managers may be reluctant to introduce new ideas for fear of backlash

While driving through the empty expanses of Central Illinois, returning to Wisconsin after my visit to Griggsville, IL-based JBS United, Inc., I found the inspiration for this column. Tuned into National Public Radio, the guest speaker noted a Russian proverb: “The tallest stalk of wheat is...

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